Schedule 4 — Managed IT Support & Care
Schedule 4 – Managed IT Support & Care
(to be read in conjunction with the Master Terms and Conditions)
1. Definitions
1.1 Terms defined in the Master Terms have the same meaning here.
1.2 In addition:
“Business Hours” means 09:00–17:30 UK time, Monday to Friday, excluding bank/public holidays in England & Wales.
“Change” means a modification to the Customer Environment, including moves, adds and changes (MACs).
“Customer Environment” means the Customer’s IT systems, devices, software, networks and cloud services within scope of this Schedule.
“EDR/AV” means endpoint detection and response/anti-virus software.
“Endpoint” means an end-user computing device (desktop, laptop or thin client and, where included, tablets/smartphones enrolled to the Customer’s MDM) onboarded as a Managed Device; for clarity, Servers, Network Devices and printers/MFDs are not Endpoints.
“Incident” means an unplanned interruption to, or reduction in the quality of, an IT service.
“Managed Device” means any Endpoint, Server or Network Device onboarded to technologE’s tooling (e.g., RMM/EDR/patching) and within the Service scope.
“Network Device” means a firewall, router, switch, wireless controller/access point or similar network appliance onboarded as a Managed Device.
“Prepaid Hours” means prepaid time purchased by the Customer which may be redeemed against technologE’s support, engineering or professional services as set out in Appendix F.
“Priority 1” or “P1” has the meaning given in Appendix C.
“Product” means any of: Managed Device Support – EndPoint; Managed Device Support – Server; Managed Device Support – Firewall; Managed Device Support – Router; Managed Device Support – Switch; Managed Device Support – Wireless Controller/AP.
“OOH” means Out-of-Hours, i.e., any time outside Business Hours.
“Out-of-Hours Number” means the telephone number notified by technologE from time to time for raising P1 incidents outside Business Hours.
“Project” means scoped change delivered outside day-to-day support, under a Statement of Work or a separate Order.
“RMM” means remote monitoring and management tooling deployed by technologE.
“RPO/RTO” mean the Customer’s recovery point/time objectives.
“Security Baseline” means the minimum controls in Appendix A.
“Service Desk” means technologE’s point of contact for Incidents and Service Requests.
“Service Request” means a request for information, access or a standard Change.
“Support Levels” means the following categories used in Appendices B and F:
“Full Support” – technologE installs/configures where applicable and provides end-to-end incident diagnosis and resolution (including vendor liaison) within the agreed scope.
“Install & Triage” – technologE installs/configures to vendor requirements, performs first-line investigation of access/connectivity/basic issues and liaises/escalates to the vendor; detailed application consulting and customisation are excluded.
“Install” – technologE performs installation/deployment only and verifies basic operation; ongoing troubleshooting and incident resolution sit with the Customer or vendor unless otherwise agreed.
“Vendor Support Only” – technologE does not install or troubleshoot; technologE acts as coordinator to log and escalate with the vendor and track progress.
“Third-Party Applications List” means the catalogue in Appendix B B2 identifying third-party applications and vendors for which technologE provides first-line triage and vendor liaison (scope per Section 10), as updated by agreement in writing (including ticket/email confirmation) during the Service.
“Third-Party Vendor” means the supplier of any third-party hardware, software, connectivity or cloud service used by the Customer.
2. Agreement Structure and Precedence
Each Order Form incorporating this Schedule constitutes a binding contract for Managed IT Support. If there is conflict, the order of precedence in the Master Terms applies.
3. Commencement, Term and Renewal
Service commences on the Service Effective Date in the Order Form, or upon onboarding of the first Managed Device. Term and renewals are as in the Master Terms, including 12-month Renewal Terms with 90 days’ prior written notice to prevent renewal.
4. Service Packages, Products and Scope
Products under this Schedule:
(a) Managed Device Support – EndPoint
(b) Managed Device Support – Server
(c) Managed Device Support – Firewall
(d) Managed Device Support – Router
(e) Managed Device Support – Switch
(f) Managed Device Support – Wireless Controller/AP
EndPoint – Essentials: Service Desk in Business Hours; RMM monitoring/alert triage; OS/3rd-party patching; EDR/AV management; Microsoft 365 & Active Directory user/group/GPO changes; vendor liaison; monthly true-up.
EndPoint – Complete: all of Essentials plus proactive maintenance, warranty/lifecycle assistance, quarterly service review, automation/hardening tasks aligned to the Security Baseline.
Server Support: RMM monitoring, patching, EDR/AV management, file share permission changes/basic recovery, vendor escalation; monthly true-up. Major OS upgrades/replatforming = Projects.
Network Device Products: Monitoring/alerts, config backup/restore, planned firmware lifecycle, standard changes (rules, VLANs, SSIDs), incident triage/vendor escalation. Exclusions: hardware break/fix, redesigns, migrations, major upgrades (Projects).
Exclusions: unauthorised changes; EOL systems; force majeure; public cloud/SaaS outages; voice carrier incidents; local LAN issues; cyberattacks (unless caused by proven failure to deliver agreed security measures); ancillary devices not supplied; third-party software not billed unless agreed.
5. Service Hours, Contact and OOH/P1 Add-On
5.1 Business Hours support. Business Hours support is included.
5.2 Where purchased, the OOH/P1 Add-On applies only to Managed IT Support services delivered under this Schedule.
P1 incidents must be raised by telephone only via the Out-of-Hours Number. Emails do not trigger Out-of-Hours SLA response.
Two OOH/P1 service tiers are available:
(a) P1 Essential
Coverage: Weekdays only (17:30–09:00, excluding bank/public holidays)
Response target: 60–90 minutes
Updates: Every 2 hours
(b) P1 Enhanced
Coverage: 24/7 including weekends and bank/public holidays
Response target: 45–60 minutes
Updates: Hourly
Monitoring-generated alerts may be assessed for escalation in accordance with technologE’s internal monitoring and validation criteria. technologE retains sole discretion as to whether such alerts constitute a Priority 1 incident.
5.3 During Business Hours, incidents and service requests may be raised by:
Telephone: 03330 911 111, or
Email: help@technologe.co.uk
Emails received outside Business Hours will be logged and dealt with during the next Business Hours period.
Out-of-Hours Priority 1 (P1) incidents (where the OOH/P1 Add-On has been purchased) must be raised by telephone only via the Out-of-Hours Number.
Emails sent outside Business Hours do not trigger Out-of-Hours SLA response.
5.4 Escalation contact. Head of Service Delivery (Escalations) — call 03330 911 111 or email help@technologe.co.uk with subject line “ESCALATION – [Ticket Number]”.
6. Service Levels (targets)
* SLA clocks run in Business Hours unless OOH/P1 (Essential or Enhanced) purchased.
Business Hours response targets apply only during Business Hours. Out-of-Hours P1 response targets and coverage windows are governed exclusively by Appendix C.
7. Security Baseline (mandatory)
7.1 Scope of Baseline. The Security Baseline in Appendix A sets out the minimum security controls required for supported systems. technologE shall operate and maintain those elements of the Baseline which are expressly included in the Product(s) purchased by the Customer under this Schedule (for example, patching cadence, managed AV/EDR, vulnerability scans, certificate validity). All other elements of the Baseline (for example, MFA enablement, user/admin rights policy, and end-user compliance) remain the responsibility of the Customer.
7.2 Dependency. technologE’s obligations and SLA targets are contingent on the Security Baseline being in place across the Customer Environment. If the Customer has not purchased a Product that includes a given Baseline element, responsibility for implementing and maintaining that element rests solely with the Customer. technologE may suspend SLA targets for any affected systems until the Baseline is restored without liability for any resulting delay in response or resolution.
7.3 Remediation. Gaps identified at onboarding or during service will be reported to the Customer with recommended remediation. Where remediation is required and not included within the purchased Product, such work is out of scope unless otherwise agreed in an Order Form or SoW.
8. Service Reviews
8.1 A Quarterly Service Review is included where EndPoint – Complete is purchased; optional add-on for EndPoint – Essentials.
8.2 Any detailed or bespoke reporting packs are optional, chargeable add-ons.
9. Backup and Disaster Recovery (separate service)
9.1 Backup/DR is not included in this Schedule and, if required, is provided under a separate service/SoW.
9.2 Where the Customer does not purchase technologE’s backup service, the Customer is solely responsible for implementing/managing backups and DR, setting and documenting RPO/RTO, testing recoveries and retaining evidence.
9.3 Recovery assistance (including data restores and forensics) is time-and-materials unless included in a separate backup service.
9.4 Nothing in this clause varies the liability provisions in the Master Terms.
10. Third-Party Vendor Management
10.1 technologE will, where reasonable and authorised, act as the Customer’s point of contact and escalate with Third-Party Vendors listed in Appendix B B2 (Third-Party Applications List) and others agreed in writing, including: ISPs/connectivity; Microsoft 365; commonly used SaaS; mainstream endpoint/security/network vendors; and agreed line-of-business applications.
10.2 technologE is not responsible for vendor defects, outages, SLAs or remedies. Remedies available to the Customer are limited to those technologE is entitled to obtain from the relevant supplier.
10.3 The vendor list and escalation boundaries may be updated by agreement during service reviews.
11. Change & Project Gateway
11.1 Standard Changes are fulfilled via the Service Desk (e.g., starters/leavers, permissions, standard software installs).
11.2 Non-standard/complex changes (e.g., migrations, new sites, server builds, network redesigns, major version upgrades) are Projects delivered under a Statement of Work or a separate Order and priced per the Price List.
11.3 technologE will advise, in-ticket, when a request crosses the gateway and will provide scope/estimates for Customer approval. Requests fulfilled using Prepaid Hours remain subject to this gateway. Where the work requested constitutes a Project (as described in 11.2), it shall not be delivered under Prepaid Hours and will require a Statement of Work or separate Order.
12. Onboarding and Assumptions
12.1 Discovery and baseline documentation; deployment of RMM/EDR; capture of risks and recommended remediation.
12.2 The Customer will provide admin access/delegated admin, vendor account details and reasonable network access.
12.3 Pre-existing faults, unsupported OS and critical risks may be triaged but resolution is out of scope unless separately ordered.
13. Customer Obligations
The Customer shall:
(a) provide information, access and cooperation;
(b) maintain lawful software licences;
(c) keep supported software within vendor lifecycle;
(d) follow technologE’s reasonable instructions;
(e) ensure end-user compliance with applicable policies;
(f) maintain the Security Baseline;
(g) provide secure access and power to enable service delivery;
(h) maintain valid third-party software applications and licences (where not provided by technologE); and
(i) notify technologE in advance of planned changes impacting supported systems.
14. Fair Usage
14.1 “Unlimited remote support” and fulfilment of Standard Changes (including Starters/Leavers, permissions and software installs) are provided on a fair usage basis.
14.2 Fair Usage means that the Customer’s usage is broadly consistent with technologE’s other customers of a similar size and profile.
14.3 As a guideline, up to one or two new Starter/Leaver requests per ten (10) Endpoints per month will generally be considered Fair Usage. Significantly higher volumes, or sustained patterns materially above industry norms, may be deemed excessive.
14.4 Where Fair Usage is exceeded, technologE may initiate a joint remediation plan with the Customer, allowing a reasonable improvement window. If usage remains excessive, technologE may adjust the Charges or scope accordingly, or exercise its rights under the Master Terms.
15. Charges and Payment
15.1 Charges (priced per Product on a per-device basis) are as set out in the Order Form/Price List and are subject to monthly true-up.
15.2 OOH/P1 Add-On (Essential or Enhanced), on-site attendance, Projects and out-of-scope tasks are charged at the then-current rates in the Price List or as agreed in a SoW/Order.
15.3 Annual price adjustment: As set out in the Master Terms (CPI only) on 1 April each year.
15.4 True-Up Calculation: Device counts for each Product category (EndPoint, Server and each Network Device type) are taken from technologE’s RMM inventory as at the last Business Day of each month. Adds are chargeable from the onboarding date; removals take effect from the documented offboarding date. Proration may apply for part-months as set out in the Price List.
15.5 Prepaid Hours. Prepaid Hours are chargeable as set out in the applicable Order Form and are consumed in accordance with Appendix F.
16. Suspension
technologE may suspend the Service in accordance with the Master Terms (including for non-payment, suspected misuse, or security/operational reasons). Charges continue to accrue during suspension.
17. Termination and Exit
17.1 Termination is governed by the Master Terms (including 12-month rollovers and 90-day notice).
17.2 Upon termination/expiry, technologE will provide reasonable cooperation for transition to the Customer or a replacement supplier. Offboarding (e.g., documentation export, credential transfer, agent removal) is chargeable unless otherwise agreed.
17.3 The Customer remains responsible for removing or replacing technologE-managed tooling and for any residual third-party licensing commitments.
18. Liability
Liability (including overall caps and any first-year cap) is governed by the Master Terms.
19. Data Protection
Each party shall comply with UK GDPR and the Data Protection Act 2018. Where technologE processes Personal Data as processor, the parties shall enter into a data processing agreement.
20. General
20.1 technologE may amend the Price List on notice as permitted by the Master Terms.
20.2 Nothing in this Schedule affects the parties’ rights and obligations under the Master Terms, which continue in full force and effect.
Appendix A – Security Baseline
Managed AV/EDR on all Managed Devices
OS & 3rd-party patching cadence
MFA where possible (M365, VPN)
Admin rights policy (least privilege)
Email security (SPF/DKIM/DMARC aligned)
Quarterly vulnerability scans
Certificate validity
Appendix B – Supported Platforms
Support Levels Legend:
B1 – Supported Endpoint Operating Systems:
B2 – Supported Third Party Applications List:
B3 – Supported Server Operating Systems
Appendix C – Out-of-Hours / P1 Add-On (IT Managed Support Only)
1. Scope
The OOH/P1 Add-On applies only to Managed IT Support services delivered under this Schedule.
It does not apply to telecommunications, connectivity, mobile services, hardware supply, projects or any services provided under separate agreements.
2. Definition of Priority 1 (P1)
A P1 Incident is strictly defined as:
A complete loss of a core IT business service;
Affecting multiple users;
Preventing the Customer from trading or operating;
With no viable workaround available.
Urgency alone does not constitute a P1.
Final authority for P1 classification sits with technologE.
Out-of-Hours P1 incidents must be raised by telephone only.
All criteria must be satisfied for classification as a P1.
3. Service Tiers
P1 Essential
Coverage: Weekdays only (17:30–09:00 UK time), excluding weekends and bank/public holidays.
Response target: 60–90 minutes.
Updates: Every 2 hours.
Monitoring-generated alerts do not automatically trigger escalation under this tier.
P1 Enhanced
Coverage: 24 hours per day, 7 days per week, including weekends and bank/public holidays.
Response target: 45–60 minutes.
Updates: Hourly.
Eligible hard-down monitoring alerts may be assessed for escalation in accordance with technologE’s internal monitoring and validation criteria. technologE retains sole discretion as to whether such alerts constitute a Priority 1 incident.
4. Resolution Commitment
technologE will use reasonable and continuous efforts to assess, stabilise and restore service, subject to:
Third-party vendor dependency;
System complexity;
Operational feasibility.
This Add-On does not guarantee overnight resolution.
Appendix D – Standard Request Catalogue
Starters/leavers
Mailboxes/distribution lists
MFA resets
Printer mapping
Folder permissions
SharePoint/OneDrive
Teams policy changes
Standard software installs
Basic peripheral setup.
Appendix E – Network Device Products
Firewall: monitoring, config backup, policy changes, vendor escalation (excludes redesign/SD-WAN)
Router: monitoring, config backup, routing/NAT changes, vendor escalation (excludes WAN re-arch)
Switch: monitoring, config backup, VLAN/port changes, vendor escalation (excludes campus redesign)
WLC/AP: monitoring, config backup, SSID/policy/RF tweaks, vendor escalation (excludes site-wide redesigns)
Appendix F - Prepaid Hours SLA
1. Introduction
1.1 This Appendix sets out the service levels applicable to technologE’s Prepaid Support Hours (“Prepaid Hours”).
1.2 Prepaid Hours may be used for any type of technical engineering work, including 1st Line, 2nd Line, 3rd Line, Consultancy, Onsite Engineering, or Project Work, unless excluded under this Appendix.
1.3 Prepaid Hours are purchased separately and are not included in any Managed IT Support package unless explicitly stated in the Order Form.
2. Definitions
“Prepaid Hours” means blocks of engineering time purchased in advance by the Customer.
“Engineer” means any technologE technical resource delivering the Services.
“Standard Hours” means 09:00–17:30 Monday to Friday, excluding UK public holidays.
“Emergency Hours” means any period outside Standard Hours.
“Response Time” means the period between ticket receipt and initial engineer engagement.
3. Use of Prepaid Hours
3.1 Prepaid Hours may be used for:
(a) remote technical support;
(b) onsite engineering;
(c) troubleshooting and incident resolution;
(d) system configuration or changes;
(e) project tasks;
(f) user administration;
(g) consultancy and technical advisory work.
3.2 All engineer roles draw from the same Prepaid Hours balance.
3.3 TechnologE will deduct time in 15-minute increments.
4. Excluded Activities
The following are not included within Prepaid Hours unless specifically stated:
(a) the cost of third-party software, licensing or hardware;
(b) vendor escalation charges;
(c) travel expenses where applicable;
(d) project management (unless using Prepaid Hours by agreement);
(e) recurring managed services.
5. Response Times
5.1 Response times under this SLA are best endeavours unless the Customer has a Managed Support Contract.
5.2 The response times in this Appendix apply only to work delivered under Prepaid Hours and do not form part of any Managed IT Support SLA.
5.3 Typical response times for Prepaid Hours Customers are:
(a) Low Priority: within 8 working hours
(b) Medium Priority: within 4 working hours
(c) High Priority: within 2 working hours
(d) Critical: within 1 working hour
6. Working Hours
6.1 Prepaid Hours are delivered during Standard Hours.
6.2 Work required during Emergency Hours will be deducted at 2x rate, unless otherwise agreed.
7. Travel Time
7.1 Where an onsite visit is required, travel time is chargeable and deducted from the Prepaid Hours balance.
7.2 Mileage or public transport costs may also apply in accordance with technologE’s standard rates.
7.3 Travel time is calculated as the engineer’s total journey time to and from the Customer’s premises and is independent of the duration of onsite work.
8. Booking and Ticketing
8.1 All work must be booked via the Service Desk.
8.2 Each engagement requires a ticket reference.
8.3 Customers may request specific engineers, subject to availability.
9. Onsite Work
9.1 Onsite attendance is subject to resource availability.
9.2 Minimum onsite deduction is 1 hour.
10. Expiry of Hours
10.1 Prepaid Hours expire 12 months from the date of purchase.
10.2 Unused hours are non-refundable and non-transferable.
11. Overage
11.1 Where Prepaid Hours are exhausted, additional hours will be charged at technologE’s standard ad-hoc rates.
12. Reporting
12.1 The Customer may request a usage report at any time.
12.2 Reports will show:
(a) remaining balance;
(b) deductions and time entries;
(c) engineer used;
(d) work carried out.
13. Engineer Categories and Multipliers
13.1 Time will be deducted using the following multipliers:
1.0 × for 1st Line
1.25 × for 2nd Line
1.75 × for 3rd Line
2.5 × for Consultancy / Senior Engineering
13.2 Multipliers apply equally to remote and onsite work.
13.3 Multipliers apply to time deducted, not to hourly cost; no additional charges apply unless explicitly stated.
14. Customer Responsibilities
The Customer must:
(a) ensure appropriate system access is provided;
(b) ensure on-site conditions are safe and accessible;
(c) provide accurate information when raising tickets;
(d) maintain backups and security controls.
15. technologE Responsibilities
technologE shall:
(a) provide qualified engineers;
(b) act with reasonable skill and care;
(c) maintain accurate time records;
(d) provide updates via the Service Desk.
16. Escalation
16.1 Escalation requests must be made via the Service Desk Manager.
16.2 technologE may escalate internally to 3rd Line or Consultancy as required.
17. Cancellation of Work
17.1 Work cancelled with less than 2 hours’ notice may be charged up to 1 hour from Prepaid Hours.
17.2 No-access visits are charged at the full scheduled time.
18. Limitation of SLA
18.1 This SLA does not offer guaranteed resolution times.
18.2 Prepaid Hours are not a substitute for a Managed Support Contract.
19. Suspension
19.1 technologE may suspend access to Prepaid Hours if invoices remain unpaid.
19.2 Hours will resume once payment is cleared.
20. Termination
20.1 Termination does not entitle the Customer to any refund for unused Prepaid Hours.
20.2 Any outstanding balance is forfeited upon termination of the Agreement.